FAQ: Publications and Products

How can I order CASE publications and products?
What forms of payment are accepted?
Do you accept purchase orders?
How may I get a pro forma invoice?
Do I need to login on the CASE website to place an order?
What shipping rates and shipping options are available?
Do you charge sales tax?
Do you offer bulk discounts?
How do I use a discount code?
How do I use a gift certificate?
How can I change or cancel my order?
What is the CASE Store's return policy?
How may I obtain a receipt for my purchase?
How can I find out the status of my order?
What type of products does CASE offer?
How may I contact Customer Service?

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How can I order CASE publications and products?

Online
Purchase online at www.case.org/publications.

Email
To order by email, download an order form and print it out. Complete the order form, scan it and email it to books@case.org. Remember to include your credit card information.

Mail
To order by mail, download an order form and print it out. Complete the order form and mail it, with your check or money order (in U.S. dollars, payable to CASE STORE) or credit card information to:

CASE Store
Department 4022
Washington, DC 20042-4022 USA

Be sure to include your credit card number and expiration date.

Phone
To order by phone, call 800-554-8536 (in the United States and Canada) or +1-571-527-4163 (outside the United States and Canada). Have your credit card information ready. A Customer Service representative is available to take orders Monday through Friday from 8 a.m. to 5 p.m. U.S. Eastern Time.

Fax
To fax an order, download an order form and print it out. Complete the order form and fax it to +1-202-387-4973. Remember to include your credit card information.

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What forms of payment are accepted?

CASE accepts various forms of payment. All orders must be prepaid in U.S. dollars.

Credit card
You must use a credit card to place an order online or over the telephone. We accept American Express, MasterCard and VISA.

Check
You may pay by check when placing an order by mail.

Make the check payable to CASE STORE. Checks must be in U.S. dollars and drawn on a U.S. bank.

Wire transfer
To make a payment by wire transfer, please email books@case.org for account information details.

For wire transfers, you are responsible for covering any fees imposed by your bank AND you must add $25.00 to the order total to cover U.S. bank fees.

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Do you accept purchase orders?

Prepayment is required for all CASE publication purchases. You may send a copy of your purchase order to books@case.org, and we will email a pro forma invoice to you. When we receive full payment, your order will be fulfilled.

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How may I get a pro forma invoice?

To request a pro forma invoice, email books@case.org with your order information.

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Do I need to log in on the CASE website to place an order?

Whether you're a CASE member or not, you need an account to complete an order in our online store.

When you are ready to purchase, you will find yourself at the Login screen.

If you already have an account:

• Log in by entering your email address and your CASE-issued password. Then continue the checkout process.
• If you have forgotten your password, click "Forget your password?" and follow the instructions to have it sent to you. Or simply email membership@case.org to retrieve your password or user name.

To establish a new user account:

• State by clicking "Login help."
• On the next screen, enter your email address.
• On the following screen, select "new user registration form."
• You should receive your login information via email the same day, if you submit your request during CASE's regular business hours (Monday through Friday, 9 a.m. to 5 p.m. U.S. Eastern Time). If you submit your request outside those hours, you'll receive login information via email the next business day.
• After you receive your CASE-issued password, you'll be able to complete your order in the CASE online store.

You may also call CASE member services +1-202-328-CASE [2273] to expedite this process.

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What shipping rates and options are available?

Shipping within the United States
All orders are shipped via Federal Express. Please allow five (5) to seven (7) business days for delivery. Federal Express does not deliver to P.O. boxes.

Fees for shipping must be included in all orders of nondigital goods. View the shipping rate chart for current shipping rates.

Shipping rates apply to hard copies only. There is no shipping charge for PDF or multimedia files.

For purchases of 100 or more copies, email books@case.org for special handling.

Rush orders within the United States
Upon request, rush service is shipped by Federal Express. View the shipping rate chart for current rush shipping rates. Rush orders must be received by 2 p.m. (U.S. Eastern Time).

Shipping to international addresses (outside the United States)
All orders are shipped via Federal Express. Delivery times vary based on the destination of each shipment.

Fees for shipping must be included in all orders of nondigital goods. View the shipping rate chart for current international shipping rates.

Shipping rates apply to hard copies only. There is no shipping charge for PDF or multimedia files.

For purchases of 100 or more copies, email books@case.org for special handling.

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Do you charge sales tax?

Orders shipped to Washington, D.C., must add 6.00 percent, unless the purchasing institution is tax exempt. If your institution is tax exempt, please call us at 800-554-8536 to prove your tax-exempt status.

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Do you offer bulk discounts?

CASE offers a 25% discount on orders of 10-99 copies of the same title and a 40% discount on orders of 100 or more copies of the same title.

For purchases of 100 or more copies, please email books@case.org for special handling.

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How do I use a discount code?

To use a discount code, simply enter the code when prompted during the online ordering process. The discount amount will be shown and applied to your order. Email books@case.org with any questions.

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How do I use a gift certificate?

To use a gift certificate, simply enter the gift certificate number on the payment screen during the online ordering process. If additional money is owed, you will also need to enter your credit card information for the balance of the order to be charged. Email books@case.org with any questions.

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How can I change or cancel my order?

Contact CASE Customer Service at 800-554-8536 or email books@case.org if you need to change or cancel an order. A Customer Service representative is available Monday through Friday from 8 a.m. to 5 p.m. U.S. Eastern Time.

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What is the CASE Store's return policy?

CASE will accept returns of any hard copy items purchased within 30 days of delivery of a shipment. Items must be in original and saleable condition. A full refund, less shipping charges, will be issued in the same form of payment originally used for purchase within seven (7) to fourteen (14) business days of receiving your return.

Please use a trackable shipping method such as UPS or Federal Express and include a copy of the original shipping document, a written explanation for the return or a copy of the invoice in the returned package.

Please send returns to:

CASE Shipping
5775 General Washington Drive
Alexandria, VA 22312

CASE is unable to accept returns of digital products. PDF and multimedia files may not be refunded or exchanged.

Please call CASE Customer Service at 800-554-8536 or email books@case.org if you received an incorrect or defective item. A Customer Service representative is available Monday through Friday from 8 a.m. to 5 p.m. U.S. Eastern Time.

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How may I obtain a receipt for my purchase?

Email books@case.org if you need a receipt for your order.

If you attended a CASE conference, receipts will be emailed within two weeks of the conference's close.

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How can I find out the status of my order?

If you ordered a hard copy item, you will receive an email with tracking information for the package.

If you ordered a PDF or multimedia file, you will receive an email with a link to access the product.

If you preordered an item, you may check the status of these brand new CASE titles on the New Products page.

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What type of products does CASE offer?

Print publications
Hard copy items will be shipped.

Book (PDF file)
If you place an order online, you will receive a link immediately after submitting the order to access the PDF.

If you order by phone, email, mail or fax, you will receive an email with the PDF document attached.

Multimedia files
CASE webinars are recorded. When you purchase a multimedia file, you are buying access to the recording of the event. You see the slides that were presented and hear what the presenters and participants had to say. You'll also get access to the handouts used during the webinar, and you can print them out.

The multimedia file is a streaming video and audio file and cannot be downloaded or copied to a CD. Your access to the multimedia file is unlimited. You may view the webinar recording as many times as you wish. In general, webinars are available for about two years after the date of the original presentation.

Multimedia files are accessed through a secure website. No special software is required. Multimedia files work on PCs and Macs.

When you purchase a recording of a CASE webinar, you will receive an email that includes access to a link to the recording of the webinar and to any printable handouts that go along with that webinar.

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How may I contact Customer Service?

If you have questions, need assistance or would like to give us feedback, please email us at books@case.org or call us at 800-554-8536 (United States and Canada) or +1-571-527-4163 (outside the United States and Canada). A Customer Service representative is available Monday through Friday from 8 a.m. to 5 p.m. U.S. Eastern Time.